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Jacob977
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Message 1 of 21
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Slow broadband and Bad Service

My broadband has been really good in the past with speeds over the average 350Mbps, however for the last year it has been getting worse, now the best I can achieve while connected to the Router with a Cat6e cable is around 100Mbps.and the Wi-Fi is obviously worse....

I have called the Virgin helpline a few weeks ago and they said that they were aware of an issue in my area and to call back in a week if the issue continues, the issue did not get resolved so I called Virgin back and the guy who answered the phone after waiting me for over 1hr didn't have a clue at all. He said at the end of a painful script that the issue was my home network setup, which is nonsense. 

Since I have tried to use the online chat help and again the person on the other end took all my details, then said they were checking and then never came back to me, I still have the box open. I reckon it was a bot and not a real person. 

I then submitted two complaints and haven't heard anything since.

I'm now currently on hold with the Virgin Media help line to try and get someone who can do something.

If Virgin can no longer provide me the service that I'm paying for the don't charge me for it.

I have attached a speed test report for information.  

TEST_DATETIME_ZONEDOWNLOAD_MEGABITSUPLOAD_MEGABITSLATENCY_MSSERVER_NAMEDISTANCE_MILESCONNECTION_MODESERVER_COUNT
11/27/2020 9:54GMT101.3336.829Birmingham0multi4
11/26/2020 12:13GMT0.632.8157Leek50multi4
11/25/2020 17:11GMT0.771.1725Gloucester50multi4
11/25/2020 17:03GMT0.660.14388Wolverhampton0multi4
11/25/2020 16:52GMT122.0836.2914Leicester50multi4
11/25/2020 16:50GMT100.4936.3912Birmingham0multi4
11/25/2020 16:44GMT0.390.0499Gloucester50multi3

 

 

Just feel like cancelling my Virgin Contract and feel they have broken their end of the agreement. 

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DJ_Shadow1966
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Message 2 of 21
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Re: Slow broadband and Bad Service

Hello

Wired is always the best option as VM do not guarantee the wireless speed.

Can you please post your network stats from the hub
Open a Web browser (e.g. Internet Explorer) and enter the address http://192.168.0.1
Note: If you have enabled Modem Mode on your Hub 3.0 you will need to use 192.168.100.1 instead.
Posting the stats by copy and paste will remove all personal information so no breaches.
Do not login but click on where it says "Check Router Stats" and then copy and post from the following 4 tabs, Downstream, Upstream, Configuration and Network logs (if they are pasted then all personal information is * out) and we can check your power level, also while you about that can you please go around and check that all connectors to VM equipment are hand tight. Also while doing this please check for any damage to cable, or un-terminated connection without either coax or a terminator.
Also please run "Check service status" at the top right of this forum and call 0800 561 0061 to check for local issues.
Also one think you can do is too signup at https://www.thinkbroadband.com/broadband/monitoring/quality and setup a broadband quality monitor which will keep an eye on you connection by sending a small amount of data to the hub asking if it still on.

Regards Mike

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Jacob977
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Message 3 of 21
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Re: Slow broadband and Bad Service

Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz)
331000000
Locked
Ranged Upstream Channel (Hz)
32599996
Locked
Provisioning State
Online
 

 

 
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Jacob977
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Message 4 of 21
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Re: Slow broadband and Bad Service

I keep getting this error when trying to post the data asked for...

 

Correct the highlighted errors and try again.

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Jacob977
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Message 5 of 21
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Re: Slow broadband and Bad Service

Jacob977_0-1606475164273.png

 

Jacob977_1-1606475198513.png

 

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MikeRobbo
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Message 6 of 21
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Re: Slow broadband and Bad Service

You really do need to copy and paste the info, the images you have supplied are cropped and have lost a lot of information.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Jacob977
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Message 7 of 21
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Re: Slow broadband and Bad Service

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

331000000

10

38

256 qam

25

2

267000000

9

38

256 qam

17

3

275000000

9

38

256 qam

18

4

283000000

9.1

38

256 qam

19

5

291000000

9.5

38

256 qam

20

6

299000000

10

38

256 qam

21

7

307000000

9.8

38

256 qam

22

8

315000000

9.9

38

256 qam

23

9

323000000

10

38

256 qam

24

10

339000000

10.1

38

256 qam

26

11

347000000

10

38

256 qam

27

12

355000000

10

38

256 qam

28

13

363000000

10

38

256 qam

29

14

371000000

9.8

38

256 qam

30

15

379000000

9.5

38

256 qam

31

16

387000000

9.3

38

256 qam

32

17

395000000

9.5

40

256 qam

33

18

403000000

9.4

38

256 qam

34

19

411000000

9.4

38

256 qam

35

20

419000000

9.3

38

256 qam

36

21

427000000

9.4

38

256 qam

37

22

435000000

9.3

38

256 qam

38

23

443000000

9

38

256 qam

39

24

451000000

9.1

40

256 qam

40




Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.9

4

0

2

Locked

38.9

5

0

3

Locked

38.6

5

0

4

Locked

38.6

5

0

5

Locked

38.9

5

0

6

Locked

38.9

4

0

7

Locked

38.9

5

0

8

Locked

38.6

5

0

9

Locked

38.9

5

0

10

Locked

38.9

4

0

11

Locked

38.9

5

0

12

Locked

38.6

5

0

13

Locked

38.9

5

0

14

Locked

38.9

4

0

15

Locked

38.9

4

0

16

Locked

38.6

5

0

17

Locked

40.3

4

0

18

Locked

38.9

5

0

19

Locked

38.9

4

0

20

Locked

38.6

4

0

21

Locked

38.9

4

0

22

Locked

38.9

5

0

23

Locked

38.9

4

0

24

Locked

40.3

2

0

 

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Jacob977
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Message 8 of 21
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Re: Slow broadband and Bad Service

Refresh data

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

32599996

37.8

5120

64 qam

5

2

39400009

37.8

5120

64 qam

4

3

46200009

39.3

5120

64 qam

3

4

53699979

39.3

5120

64 qam

2




Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

0

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

0

0

 

General Configuration

Network access

Allowed

Maximum Number of CPEs

1

Baseline Privacy

Enabled

DOCSIS Mode

Docsis30

Config file

vca69834ncxv9873254k;fg87




Primary Downstream Service Flow

SFID

882

Max Traffic Rate

402500089

Max Traffic Burst

42600

Min Traffic Rate

0




Primary Upstream Service Flow

SFID

881

Max Traffic Rate

38500089

Max Traffic Burst

42600

Min Traffic Rate

0

Max Concatenated Burst

16320

Scheduling Type

BestEffort

 

Refresh data

Network Log

Time

Priority

Description

01/01/1970 00:07:5

Error

ToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:05:37

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:05:20

Warning!

LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:00:33

Error

ToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:57

Warning!

ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 01:21:15

Error

ToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 01:19:39

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:21:55

Error

ToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:20:56

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:20:30

Error

ToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:20:28

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:20:4

Warning!

LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:19:49

Error

ToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:18:57

Warning!

LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:00:24

Error

ToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:50

Warning!

ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:00:45

Error

ToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:52

Warning!

ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/11/2020 03:12:11

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/11/2020 03:12:11

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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DJ_Shadow1966
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Message 9 of 21
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Re: Slow broadband and Bad Service

Hello

Looking at your stats the downstream power levels on some channels are outside of the maximum levels of +10.

I have escalated to the VM forum team, one of the VM staff will be along in this thread to have a look at it for you.

Regards Mike

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Corey_C
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Message 10 of 21
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Re: Slow broadband and Bad Service

Hi Jacob977,

 

Thanks for your post and for reaching out to the community forums. Sorry to see that you have been having connection issues, I've ran some remote diagnostics and it does show that your hub is already being replaced. Do let us know how it goes with the replacement hub.

 

Cheers,

Corey C

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